If your tracking has not updated for several days, or your parcel is marked delivered and you do not have it, contact us and we will open an investigation with the carrier.
What to send us
- Your order number
- The full delivery address, exactly as it should appear
- Whether anyone else at the address may have accepted the parcel
- Whether the carrier left a card or a notice
What happens next
We raise the parcel with the carrier and keep your ticket open while they investigate. Carrier investigations usually take a few working days. We will come back to you with the outcome — you do not need to chase us.
For a parcel signed for at your address, the carrier may also ask for a short written statement that you did not receive it, together with a copy of your ID. We will tell you if that applies.